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This workshop addresses the need for superior communication skills when serving customers on the phone.

Course Outline
This workshop addresses the need for superior communication skills when serving customers on the phone.
Learning Objectives Participants who complete this workshop will:
  • Learn the difference between customer Service and customer Satisfaction.
  • Master the invaluable tool of Active Listening by hearing and interpreting what customers say and don't say.  Learn how to deal with difficult callers and deal with information despite the manner in which it was communicated.
  • Recognize forbidden phrases and reword negative statements.
  • Monitor personality and style to maintain a positive attitude.
  • Communicate effectively so customers want to listen.
Course Outline
  • Day One
  • Introduction
    • "Today, Tomorrow, Trends."  The telephone skills necessary to satisfy customers.
    • "How Open Are You to Widening Your Perspective?"
  • Art of Courtesy
    • "Customer Service Versus Customer Satisfaction."  Explore and define the difference between the two.  Are you providing service or satisfaction?
    • Negative Perception to Serving.
    • Dealing with Difficult People.
    • Taking it Professionally, Rather than Personally.
    • "Taking the Curt Out of Courtesy."  Addressing common complaints and concerns of calls and call centres.
    • "Courtesy Starts at Home."  Supporting your coworkers and creating a positive environment.
  • Public Relations
    • "Personality Profile".  Identify yours and others' personality types and styles.  Learn the tools to deal with the information customers provide, despite the manner in which the information was delivered.
    • "Beyond the Call of Duty."  Recognize and monitor your style by working on a solution with different personality types.
    • "Forbidden Phrases."  Focuses on commonly misused phrases and the taboos of problem solving over the telephone.
  • Listening
    • "Active Listening."  Stay in the moment with the speaker and explore the depth and necessity of active listening.
    • "Audio Test."  A look at Word Intonation and its impact on communication.  If you are not conscious of yours and others' tone, how much of the information is lost?
    • <>Closure
    • "Unstoppable Performance."  Looking ahead and keeping the pace everyday.  Setting performance standards and action plans for future review.
  • Large group discussion and activities
  • Individual work, reflection and exercises
  • Small group discussion, exercises and activities
  • Personality Type Indicator (Quiz)
  • Case studies / Critical incidents
  • Simulations / Role Plays / Practice
  • Who Should Attend
  • Front-line, Customer Service Representatives, Customer Service Team Leaders, Managers and Supervisors

Prerequisites & Certificates

No prior knowledge required.

Certificates offered

Certificate of completion

Cancellation Policy
Commitment of resources and industry standards require that we be notified of any cancellation. As such, you may reschedule any training course up to five (5) working days before the actual training date. Simply call us, and we send you a new registration confirmation without extra charge. If training is rescheduled less than five (5) working days before the training date, a rescheduling fee of 50% of the course fee will be invoiced.

The latest time we accept rescheduling is until noon on the working day before
the training date. "No-shows" without prior notification are charged as if you had attended the course. There are no refunds. We reserve the right to cancel any course and reschedule if attendance is not sufficient to run the course. In this case you will be notified, usually five (5) working days or more prior to the
training day and the training is rescheduled.

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This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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